Who these terms cover
These terms apply to locksmith work supplied by Auto & Home Lock Pros Ltd, company number 15974920, trading as AHLP Locksmiths, of 4 Blakes Road, Thornbury, Bristol BS35 2JB. Contact team@ahlp.co.uk or 07700 100146. A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. A landlord is not automatically a business customer: the purpose of the particular contract decides. Consumer rights in these terms apply where you are a consumer.
Your job, estimate and agreed price
We discuss the problem by phone and may ask for photographs. Any initial figure is an estimate based on that information, not a promise that a different fault will cost the same. At the premises we explain the work and confirm the total price with you before starting. The price may be higher or lower than the initial estimate. If further work or different parts are needed, we explain the change and obtain your agreement before doing that additional work or incurring its cost.
We give you a written job confirmation setting out the work, price and any agreed deposit or special arrangements, on paper or another durable medium such as email if you agree. These terms and any required cancellation information form part of that confirmation. We do not rely on a website link alone where the law requires information on a durable medium.
Attendance and charges
There is no call-out fee. Work is normally carried out by Sam Lenthall or Martyn Lenthall. If neither can attend, we may offer a trusted covering locksmith, but only with your prior knowledge and agreement. We explain who is providing the service and the agreed price before you accept.
If we attend and cannot fix the problem, we do not normally charge for the unsuccessful visit. An agreed temporary repair or separately authorised supply of bespoke or special-order parts is dealt with according to the work and cost you agreed; we do not charge the full repair price for a repair we have not provided.
Deposits and payment
We may ask for a deposit for bespoke or special-order materials, such as keyed-alike locks or a mechanism ordered for your door. We explain its amount, what it covers and the cancellation implications before you agree. Deposits are not automatically forfeited. Any lawful deduction is limited to the relevant actual, reasonable loss or amount legally due, taking account of costs saved, reuse and recovery; statutory cancellation or faulty-goods rights take priority.
Domestic consumer jobs are normally payable on completion. Where we agree an invoiced account for a landlord, agent or business customer, payment is due within 14 days of the invoice unless another period is agreed in writing. This invoicing arrangement does not remove any consumer rights. We confirm available payment methods when agreeing the job. No consumer late-payment interest is imposed by these terms.
VAT and total prices
AHLP is not currently VAT registered and does not currently charge VAT. Consumer prices we agree are the total payable. If we become VAT registered, new consumer quotations will show the total including any VAT due, and invoices will show the required VAT details. We will give reasonable notice of changes to future pricing. Registration does not automatically increase an already-agreed consumer total. Any agreed change to work or price is confirmed before the additional work starts.
Urgent repairs and non-urgent work
Where you specifically ask us to visit to carry out urgent repairs or maintenance, the statutory cooling-off right does not apply to that requested urgent work or replacement parts necessarily used for it. The exemption is narrow. Merely booking for today or tomorrow does not make a job exempt. Extra goods or services that you did not specifically request as part of the urgent repair retain any applicable cancellation rights. If it is unclear whether a job is exempt, we explain the position and use the applicable cancellation and early-start process rather than assume that all locksmith work is exempt.
For non-exempt consumer contracts agreed at a distance or away from our business premises, you normally have 14 days to cancel without giving a reason. For services alone, the period ends 14 days after the day the contract is made. For goods, including a contract supplying and fitting goods, it normally ends 14 days after the day you or your nominated person receives the goods. Separately delivered goods may have a different starting point, which we explain in your confirmation. Goods made to your specifications or clearly personalised may be exempt from change-of-mind cancellation; we tell you before you order. This does not remove rights if goods or work are faulty.
To cancel, email team@ahlp.co.uk, write to our address or give another clear statement of your decision. The model form below is optional. Sending notice before the cancellation period ends is enough. If legally required cancellation information was not provided, the period may be extended by law.
Starting during the cancellation period and refunds
If you want non-exempt services to start during the cooling-off period, we obtain your express request on paper or another durable medium before starting. If you then cancel, you pay only the proportionate amount for services supplied up to cancellation, where the legal requirements have been met. You lose the cooling-off right for a services-only contract fully performed during the period only if you expressly requested early performance and acknowledged that the right would end on full performance. Completion of installation does not by itself remove a cancellation right for non-exempt goods.
We refund money due without undue delay and within the statutory 14-day period. For returned goods, we may wait until we receive them or evidence of return where the law permits. Refunds use the original payment method unless you expressly agree otherwise without a fee. For a lawful change-of-mind return, you normally return goods within 14 days of cancelling and pay direct return costs if we told you before contracting; where goods cannot normally be posted, we explain collection costs before you order. We may deduct diminished value only where permitted by law. Faulty-goods remedies are separate. We do not make unauthorised deductions or charge for early services where the law says no payment is due.
Early-start request: 'I expressly request AHLP to start the agreed services before the 14-day cancellation period ends. I understand that, if I cancel after work starts, I may have to pay a proportionate amount for services supplied. For a services-only contract, I acknowledge that I lose my cancellation right once the service is fully performed.' Record customer name, job reference, date and signature or durable electronic agreement. This is not a pre-ticked consent and must be obtained for the actual job.
Workmanship, parts and your legal rights
We carry out services with reasonable care and skill. We provide a 12-month workmanship guarantee from completion: contact us if the workmanship is faulty so we can investigate and put covered work right without charge. Manufacturer warranties cover parts according to their own terms, which we provide where relevant. A manufacturer warranty does not replace AHLP's responsibility for the goods it supplies.
These guarantees do not affect your statutory rights, including rights where goods are faulty, not as described or unfit for purpose, or services lack reasonable care and skill. Remedies can include repair, replacement, repeat performance, price reduction or refund as the law provides. There is no seven-day deemed-acceptance rule or ten-day complaint cutoff. Tell us about a problem promptly where possible, but late notification alone does not remove legal rights.
Access, damage and responsibility
You must have authority to request work on the property or lock and give us relevant accurate information and safe access. We explain reasonably foreseeable risks or necessary damage, such as a destructive entry method, and seek your agreement before proceeding where practicable. That agreement does not excuse negligence or reduce your statutory rights.
We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or anything the law does not allow us to limit. Consumers are not required to indemnify us for our own wrongdoing. We do not rely on rights to enter your premises or repossess fitted locks without lawful authority.
Complaints and resolving problems
Email team@ahlp.co.uk or write to the address above, with your job reference and a description of the problem. Martyn Lenthall handles complaints. We aim to acknowledge within three working days and provide a full response within 14 days. If more investigation is needed, we explain why and give a revised date. These targets do not limit statutory rights or create a deadline for you to complain.
We are not members of a trade association or an alternative dispute resolution scheme. If a complaint cannot be settled directly, we provide any ADR information required by law and explain whether we agree to participate. You remain free to seek independent advice or use the courts. The laws of England and Wales apply; consumers retain any mandatory protections and court rights available under the law.
Optional model cancellation form
To: Auto & Home Lock Pros Ltd, 4 Blakes Road, Thornbury, Bristol BS35 2JB; team@ahlp.co.uk.
I/We hereby give notice that I/We cancel my/our contract for the supply of the following goods / the following service: __________
Ordered on / received on: __________
Customer name: __________
Customer address: __________
Signature (only if this form is sent on paper): __________
Date: __________
Delete wording that does not apply. You can use any other clear cancellation statement instead.
Last updated: 14 October 2026.